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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / How to Capture time af...
Microsoft Dynamics CRM (Archived)

How to Capture time after SLA failed?

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Posted on by chakkay 594

CRM world,

I have 2 questions regarding timer concept:

1. I have set up a SLA. Once the SLA fails the timer is stopping. Is there any way to run timer in negative direction (count downwards from 0h 0m 0s)  even after SLA is failed? If yes, can i capture that time in Succeeded On field in my SLA KPI instance entity when i meet my success criteria after the SLA failed? In simple words, i want to keep counting timer even after SLA failed and capture the exact DateTime stamp when the case success criteria is met into Succeeded On DateTime field (after the SLA is failed)?

2. I want to insert an infinite timer on my form which starts from 0h 0m 0s and keeps counting upwards until my case status changes to resolved. Is it possible in CRM?

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  • chakkay Profile Picture
    chakkay 594 on at
    RE: How to Capture time after SLA failed?

    Yes ofcourse you can find the length of time interval for which case is active in your business hours. For this you dont need to capture SLA timer value (though it is not possible to capture SLA timer value in CRM).

    Please refer my blog. It clearly explains step by step process of just using out of box configuration settings to arrive at your desired output.

    community.dynamics.com/.../distinguish-working-vs-non-working-days-hours-perform-custom-actions-within-crm-based-on-the-result

  • Community Member Profile Picture
    Community Member on at
    RE: How to Capture time after SLA failed?

    Hi guys

    Configuring SLA Timers in Dynamics CRM

    Is there a way to save the timer value in CRM so that i know how much time it took to resolve a Case.

    Eg if a case come on friday eve at 4 30 and get resolved at Monday morning at 10 am. Assuming our office hours is from 9 to 5 pm. Can i get a time to count 90 mins and save that in crm for that case. I know we can assign business hours to SLA entities and start times depending upon its sucess condition but still couldn't figure out how to grab value of timer and save it.

  • chakkay Profile Picture
    chakkay 594 on at
    RE: How to Capture time after SLA failed?

    @Goutham Das Thanks for replying

    1. You are right we can capture the date using calculated fields but that calculated field will be on case form (which is a parent right). But i want to move this capture time to associated SLA KPI instance entity (which is child to case) so that i can display this field in the SLA KPI subgrid on case form.

    Moreover i have set up 6 SLA's on case form and using a single First Response Sent field as a trigger to all the 6 SLA's keeping another variable count to trigger each SLA respectively at desired intervals. In my case calculated field wont work. Is there any other work around to my business scenario?

    2. Again u r right i can achieve this using the way u suggested. But i dont want to first count downward and after failing SLA count upwards. From the start/create of a case the timer should work as our home clock/stop watch from 0h 0m 0s and keeping counting forward. Can this be achieved?

  • Suggested answer
    gdas Profile Picture
    gdas 50,089 on at
    RE: How to Capture time after SLA failed?

    Hi ,

    For first question I don't think its possible in OOB timer control , however you can create a calculated field and apply your rule over there.

    and for second questions yes its possible , you can put your condition till timer will execute and keep counting.

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